Call Centre Manager

3 days ago

Singapore WILSON PARKING (SINGAPORE) PTE. LTD. Full time $90,000 - $120,000 per year
As a Call Centre Manager, you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment.

Key Responsibilities
  • Team Leadership: Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
  • Performance Management: Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
  • Operational Efficiency: Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
  • Customer Satisfaction: Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
  • Training & Development: Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
  • Reporting & Analysis: Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
  • Problem Solving: Address complex customer issues, escalate when necessary, and ensure effective resolution.
  • Compliance & Quality Assurance: Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
  • Process Improvement: Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.
Qualifications & Skills
  • Proven experience (3 years) in managing or supervising a call centre or customer service team.
  • Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical skills with experience in generating reports and interpreting performance data.
  • Ability to manage multiple priorities in a fast-paced environment.
  • In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
  • Proficient in call centre software and Microsoft Office Suite.
  • Ability to work flexible hours, including evenings or weekends, if required.
Personal Attributes
  • Customer-centric with a strong focus on delivering exceptional service.
  • Results-driven and detail-oriented.
  • Strong organizational and time management skills.
  • Adaptable and able to thrive in a dynamic, fast-paced environment.
  • A proactive problem solver with a positive, can-do attitude.

  • Call Centre Supervisor

    3 days ago

    singapore Connect Centre PL Full time

    Responsibilities: • Assist in managing the agents and Call Centre operations • Handle complaints and manage service recovery • Handle the recruitment, training, and development of the agents • Provide administrative support in the Call Centre • Cover the Team Managers' duties and shift where necessary • Any other ad-hoc tasks that may be assigned...

  • Call Centre Trainer

    2 hours ago

    Singapore TELE-CENTRE SERVICES PTE LTD Full time

    Job Description: Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct training for Team Leaders...

  • Call Centre Manager

    5 days ago

    Singapore Wilson Parking Full time

    Overview As a Call Centre Manager , you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work environment....

  • Call Centre Manager

    2 weeks ago

    Singapore PERSOLKELLY Singapore Full time

    Oversees the daily operations of a call centre - Manage a team in call centre department - Implement quality improvement projects to promote service standard and quality improvement of the contact centre - Oversees the daily operations of a call centre - Manage a team in call centre department - Implement quality improvement projects to promote service...

  • Call Centre Trainer

    3 days ago

    Singapore Tele-centre Services Pte Ltd Full time

    Join us as a Trainer where you will lead training sessions and ensure quality standards for our customer service team. If you are passionate about enhancing service excellence and driving continuous improvement, we welcome your expertise. - Conduct training for new staff on product knowledge. - Align, review and improvise on internal quality standards and...

  • Call Centre Manager

    5 days ago

    Singapore PREMIER PRESTIGE SINGAPORE PTE. LTD. Full time

    **Job Overview**: **The Call Centre Manager is a key leadership role, responsible for overseeing and optimizing the performance of the call centre’s inbound and outbound operations.** **You will lead a team of call centre representatives in delivering product/treatment updates and information to our valued customers via making outbound calls. You will be...

  • Call Centre Agent

    2 hours ago

    Singapore Singapore National Eye Centre Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Call Centre Agent (General Enquiries Hotline)Job Category: Ancillary Posting Date: 25 Mar 2025The Job You will support the Call Centre Department in answering and managing calls, faxes, and emails from members of the public, patients, staff from other government...

  • Call Centre

    3 days ago

    Singapore DE BEAUTE (SSC) PTE. LTD. Full time

    **Call Centre** **Requirement** - Excellent communication skills - Excellent service-oriented & telephone etiquette - Preferable have experience in Customer Service / Call Centre - Attending to customer enquiries and appointment bookings - Well-versed in computer (Word & Excel) - Hard-working, good team-work & pro-active - Strong interpersonal & able to...

  • Call Centre Manager

    5 days ago

    Singapore Wilson Parking Full time

    As a Call Centre Manager / Assistant Manager , you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work...

  • Call Centre Manager

    2 weeks ago

    Singapore ACES CARE LIMITED Full time

    Aces Care Limited is looking for a **Centre Manager **to join our dynamic team. To advance our Vision of 'Ageing with Respect and Dignity’, Aces Care manage call centre and wellness centre services for seniors. We have a dual mission of empowering seniors to continue to be active and contribute to helping other seniors. Please join us in our mission to...